. If the item arrived damaged, broken, or faulty, add up to 10 images relevant to the reason you're returning the item for, and showing any scratches or defects. If your item hasnt arrived, or isnt as described,let the seller know. eBay's policy today (2016) is that if something isn't as described, the seller pays for return shipping, regardless of any policy claims by the seller in his listing. Maybe you listed the item with wrong information or you didnt include something in the listing that needed to be included. If a buyer doesnt receive their item, theyre entitled to a refund unless you can provide tracking information showing that it was delivered. Your email address will not be published. I don't know what thread or post or member you are talking about, but generally speaking: (1) The seller protection is only available to Top Rated Sellers feedback count does not determine Top Rated Seller. If they've opened the return for another reason, for instance if they ordered the wrong item or changed their mind, then you aren't required to accept the return however, where possible we always suggest providing a great customer experience. The listing states that buyers are responsible for researching whether or not the item is compatible with their TV and there is no return for buying a non-compatible item. Check out this video to understand how dimensional weight is measured when shipping. When you start selling on Ebay, decide if you are willing to take returns at all. An item is sold that has certain compatibility requirements, let's say, an electronic accessory for a TV. Simply raise your price the 5% and that will cover the new 'fees' as there is not much you can do with the type of items you sell. Your options for responding to a buyer's request depend on the reason they're returning the itemand the return policy you stated in your listing. I grew up in Central Florida and have lived here my whole life. Seller terms are superceded by the UA, even if your buyer may have falsely invoked the NAD claim. Not to do partial returns We'll automatically close a return request if there's been no activity. Seller protections is an incentive for you to provide buyers with exceptional experiences, such as offering free returns. 3. eBay will review your case and get back to you within 48 hours. When a buyer opens a Not As Described case, the sellers options are few. So the buyer gets 6.50 from eBay. 3. eBay will review your case and get back to you within 48 hours. If you lash back at them rudely, it will be much harder to work together to resolve the dispute. Give a full refund:You'll issue a full refund to the buyer, and they'll keep the item. When he sent back the photographs of the damage to the cook top, I could see that the straps he used were not the same as the ones I had shipped it with. Shipping has definitely been delayed with everything going on. If a buyer falsely claims an item was not as described, well reimburse your return shipping label cost up to $6 per return. 01-08-2020 So what happens if your eBay item is not as described? Send you a message The seller may ask you for some more details about your return request. We'll review your case and contact you within 48 hours. Many eBay sellers accept returns if you've changed your mind. Sellers accept the majority of the risk when choosing to sell here. See our page on, Would you like us to help with an open return request? Here's how: How to offer a replacement or exchange item, How to issue a partial refund when the item is returned in a different condition. Remaining helpful and polite will definitely help with your return dispute or in the event that the person leaves negative feedback that needs to be removed. Refund the buyer and get the item back. Give a full refund:You'll issue a full refund to the buyer, including original shipping costs, and they'll keep the item. Sellers want to maintain their reputations, so theyre happy to resolve issues quickly. You can choose to add a message to the buyer. If return shipping is not payable by seller in accordance with the sellers return policy, return shipping costs are the buyers responsibility. You are describing the old rules the rules changed a few months ago. In the rare instance, this can happen. This is just another reminder to the buyer that the item that they will receive is exactly as it appeared in the listing and photographs and I will not take a return request. If the item being returned has a total cost of $750 or more, it will need to be returned with a signature confirmation. Too many of those and their returns ability will be hindered. You can advise the buyer that they'll be responsible for covering return shipping costs, or you can provide a label. Send a message to the customer to solve the problem. If you have your Terms & Conditions laid out clearly, this will ensure your Not as Described, no returns dispute will more than likely go your way. This doesnt happen often, but it has happened! It will also help you with Ebay if you should get a return request and they see that this was in three different places in your listing. With this selected, I am giving a clear eBay return policy. 1. Another sale previously had the buyer claim an item was defective when I know it was not. If theres a problem, let the seller know via the Resolution Center by the time you should have received your item. To do this, go to the case in your Returns dashboard - opens in new window or tab and choose Refund buyer. On the next page, enter your message and select, On the next page, enter your offer to replace or exchange the item and select. You always want to do your part to keep that communication open and positive with the buyer, even if they are upset and not doing the same with you. They will just accept that they are not covered and walk away. 07-05-2020 How to Set up Your Shipping Options: First Steps, Learn more how to set up return options in Sell Your Item form, Learn more how to set up two basic return rules, Learn how to set up advanced return rules, Update item specifics in bulk using the file download/upload feature, How to create a listing: the step-by-step guide, Rules and restrictions in selling: items categories and number of listings, How to register as a seller on eBay: step-by-step guide, What to Do if My eBay Seller Account Is Blocked, How to Set up Your Shipping Options: Step-by-step Guide, How to Set Shipping Exclusions to Specific Regions, How to make your packaging eco-friendly: 11 tips for a sustainable eBay seller, How to make your listings more mobile-friendly, Checklist: your perfect listing to sell clothes, New Bulk Listing Tool: advantages and features, How to list faster with business policies, How to create a listing with a charity option, Selling Limit and Zero Insertion Fee Listings, How Listing on eBay International Sites Can Help Increase Sales, eBaymag: the tool to manage listings and optimize shipping, How Buyers Feedback Affects Your Feedback Metrics, How to improve your seller performance standards, Setting buyer requirements or blocking a buyer, What to do if a buyer has not paid for the item, Monthly Zero insertion fee listings and basic fees on international eBay sites, Changes to VAT import regulations for the EU in 2021, What does it mean for eBay to manage payments, How to set up and change your payment method for fees and selling costs, Selling Products with a CE Mark into the EU, Extended Producer Responsibility (EPR) for business sellers listing on ebay.fr, Extended Producer Responsibility (EPR) in Germany, Using of the UKCA/UKNI and CE markings in the UK market, eBay Stores on international eBay sites: fees and benefits, Connect with more buyers using social media, Promoted Listings Standard, Advanced, or Express? In most cases this is true. Offer you a partial refund and let you keep the item This can be a good compromise when you're not completely satisfied with your purchase for example, if it arrived with a minor scratch but you're happy to keep it. Copyright 1995-2023 eBay Inc. All Rights Reserved. This is a win win for both of us. Once received, you will have 2 business days to review the returned item and issue a buyer refund, or ask eBay to step in and help. You can go to the Resolution Center and contact the seller. There are several ways you can send an item back to the seller. However, we're here to help. This is something I have saved as a document and I just copy and paste it into all of my listings. Learn more about our Condition of returns policy. After a few emails and notifying him that the straps were not mine, he dropped the request for a refund. However, if an item arrives damaged, doesn't match the listing description, or if the buyer receives the wrong item, you'll generally need to accept the return. ", Apparently they did research ("By their own admittance, they say that they were told by their TV manufacturer that said item was compatible with their TV"). And dont waste time taking packaging pictures It covers purchases paid with PayPal and most other electronic payment methods. You're eligible for the eBay Money Back Guarantee when you contact the seller within 30 days of actual or estimated delivery date of the item. Honestly, this is one of those lessons I have had to learn the hard way. Returns cannot be closed at the request of a seller. I decided to refund them if they smashed the (computer component) item and sent a photo showing the label side up so I could confirm it was the one I sold. Please read the rules You can always report the buyer later for misusing the MBG. If you stated in your listing's return policy that you accept returns, your buyer can return the item to you, even if they've changed their mind. Well also automatically remove any negative and neutral feedback, defects, and open cases in service metrics. To request a return, select the item you want to send back from your recent purchases above, or use the button below. I first contact the buyer and find out what is wrong with the item. Put on your thinking caps before you ship, Combined shipping is a win for both you and your buyers, Self-proclaimed shipping expert shares their "Oh, ship!" I am a buyer. If you're not able to resolve things with the seller, you can ask us to help. In this case, I just try to do damage control. You can still close it if things are resolved. I don't plan on stopping any time soon. Did you know that a free refund can increase the conversion rate of your listings by up to 25%*? In this case you can: Refund the buyer and get the item back. The eBay Money Back Guarantee is automatically included with the purchase of virtually every item on eBay.com. Just remember, if it is not mentioned in the listing, its a potential reason eBay would side with the buyer in an event of an Item Not As Described return request. When I go in to create a listing on eBay, I can choose the option No returns. This is something I make sure I have checked each time I list something on eBay. If, after a few days, youre not happy with the sellers resolution, were here to help. Select. If your item hasnt arrived, or isnt as described,let the seller know. Traditional APIs: Orders, resolutions and feedback, eBay APIs: Talk to your fellow developers, RESTful Sell APIs: Account, Inventory, Catalog and Compliance, RESTful Sell APIs: Marketing, Analytics, Metadata, Post Order APIs - Inquiry, Case Management, Reminder: Spring Seller Check-In is tomorrow, Tune in to part two of our series on listing myths, Check out this weeks podcast episode and learn how to handle angry customers, Maximize your eBay sales over Februarys biggest holidays. The eBay Money Back Guarantee protects you in cases where an item is not received or is not as described in the listing. After contacting the seller, it's up to you whether you want eBay to step in. Take great pictures! We guarantee that you will get the item you ordered or get your money back. You could put something like this in your listings; Compatible Models are:Sony KD. TV MATERIALSony Sony KDLSony KD.Sony XB. or "The Sony Active 3D glasses are compatible with most Bravia", Still, it wouldn't really matter what you put in the description. I know it won't make you feel better - but there is no way around getting stuck paying the shipping both ways for a Not As Described claim unless you are a top rated seller, regardless of the validity of the claim and what the buyer says in messages separate from the return request. But if anything goes wrong, the eBay Money Back Guarantee is here to make sure you get the item you ordered or get your money back. If the item is returned used or damaged, you will no longer be able to issue a refund to the buyer even if you qualify to issue partial refunds under ourseller protections. Open a case and try to work things out with the seller. Located in: Ciudad Autonoma de Buenos Aires, Argentina. If the buyer is asking to return the item because it's damaged, faulty, or didn't match your listing description, then you need to accept the return. If you want to return an item, or if there's a problem with your order, the first step is to let the seller know. Is there anything you can do? Research your model before purchasing this because there will be no returns for buying the wrong item. If I can prove to eBay (and I often can) that I described the item accurately and it was as described, eBay will side with me in the dispute. When you create and turn on return rules, you agree to the eBay Returns Terms. The buyer is responsible for return postage costs. If a buyer falsely claims an item was "not as described," we'll reimburse your return shipping label cost up to $6 per return. This is obviously not how I shipped it out and was damaged in shipping. Returns happen. See Partial refund guidelines. Make sure the barcode is clear so the carrier can scan it easily. Here you can discuss all things shipping with other members. There's no way around losing an Item Not As Described case. To the OP- the great thing is, you are selling items without much competition, apples to apples. In this case, I have a trackable eBay message from the buyer for the reason and eBay will review those emails and almost 100% will side in my favor. SNAD (Significantly Not As Described) where the item received is Significantly Not As Described in the listing. Remorse Return The return of a item that corresponds to the item description in the listing and has no defects, but the buyer has changed his/her mind to purchase it. Only if you have proof that the seller is lying (a conflicting message from buyer etc.) Select the percent you want to deduct from the refund amount. If you received an item that was as described but you changed your mind and do not want it anymore, the eBay Money Back Guarantee does not apply. Copyright 1995-2023 eBay Inc. All Rights Reserved. The seller pays for return shipping if they offer a free returns policy or if the item was damaged, faulty, or doesnt match the listing description. If the purchase is covered by the eBay Money Back Guarantee policy, you'll have to accept the return, even if you have a no returns policy. You might be asking, Do private sellers have to accept returns? The answer is No. If we're asked to step in to help, we may ask the buyer to return the item to you. If you received an item that is not as described, or didn't receive an item at all, the eBay Money Back Guarantee always protects youeven if the seller does not offer returns. If you've changed your mind about an item you bought or there's something wrong with it, you can request a return. View cart for details. We protect ourselves! There are several ways you can send an item back to the seller. If you offered free shipping, you'll need to refund the buyer the full amount of the item. After a few emails, I was able to piece it together that he dropped the cooktop when he was getting it off of the truck at his home. You believe that it was exactly as described. Offer you a replacement or an exchange Some sellers may offer the option of returning an item for a replacement or exchange instead of a refund. The listing states that buyers are responsible for researching whether or not the item is compatible with their TV and there is no return for buying a non-compatible item. When the seller accepts your return request, youll either receive a return shipping label from eBay or the seller, or youll be asked to purchase a label directly from a carrier. 114K subscribers in the Ebay community. This even after I specifically instructed them NOT to throw anything, including the shipping box, away until I instructed. Ninety percent of people will just not think to call them and fight it. You're eligible for the eBay Money Back Guarantee when you contact the seller within 30 days of actual or estimated delivery date of the item. Help for buyers and sellers. Buyer Protection steps Here's how you can protect yourself as a buyer: Open a case 2. eBay may automatically accept a return from a buyer on your behalf if an eBay shipping label is available. 1. Do you have to accept returns to sell on eBay? So here are 10 tips to help avoid eBay returns for items not as described if you do not accept returns. We'll then ask the buyer to ship the item back to you: Once the return is accepted, we'll provide the buyer with a date by which they should ship the item back to you. Covers your purchase price plus original shipping on virtually all items. Make a point to take action on your listings to avoid unwanted returns. Since last Fall, a Top Rated Seller does not need proof. Some of these are valid, but over half are due to user error or not understanding what they are buying (parts meant for 220V used in 110V systems is a common theme). It was an auction that I won. It covers purchases paid with PayPal and most other electronic payment methods. So customer buys two items and finds they will not work with their TV and then submits a claim to Ebay that the product "Does Not Work" and it was "Not As Described" and now I'm expected to issue a refund for both the items and shipping costs both ways. Do I need to pay extra for the eBay Money Back Guarantee? Return Claim "Not As Described"? On the next page you'll see the refund amount. International shipment of items may be subject to customs processing and additional charges. Enter a return merchandise authorization number, if you use them. You'll also be responsible for covering return shipping costs. Give a full refund:You'll issue a full refund to the buyer, and they'll keep the item. Never received the item and i contacted ebay and seller and no response. If the item is returned used or damaged, you may qualify to issue the buyer a partial refund. If you choose to use your own carrier, we recommend using a tracked service. A strong shipping strategy is key for a successful holiday. There are two categories of return requests from customers: 1. If the item is damaged while it's being returned to you, you may be entitled to offer them a reduced refund. Sometimes returning an item may require additional, alternative shipping arrangements, like adding insurance to your package. In some instances, return shipping charges are estimated rather than based on the actual weight of the package. If the estimated delivery date for your order has passed and your item hasn't arrived, you can let the seller know by reporting that you didn't receive it. You can wait, inspect the item, and make sure that it is in the same shape as when you sent it. You pay for return shipping if youre returning the item because you changed your mind, and the sellers return policy states that buyers are responsible for return shipping. Ifyou use an eBay returns label, tracking details areautomatically uploaded. You have 3 business days to respond to the request and resolve the buyer's issue. In such cases, the responsibility for the costs of the return is according to the sellers policy. resolve problems in the Resolution Center, Find out more about eBay Buyer Protection. Enter the amount you wish to offer the buyer. interesting we just share whats worked for us and we have given partial refunds, weve never lost a shipping claim because of our pictures, and we dont accept returns. The eBay Money Back Guarantee applies to virtually every item on www.ebay.com. What if the seller doesn't offer returns? If you received an item that wasnt as described, well typically help you return it to the seller first and then refund you. You can only decline a return if the buyer is returning the item because they changed their mind, and your return policy stated you don't accept returns. Something went wrong. Its to protect myself from the buyer! If you don't refund the buyer within 2 business days of receiving the item, we may automatically issue a refund to them on your behalf. My second reason for taking photographs of the items I ship? You are not eligible for any fee credits when you deduct from the buyers refund because they returned the item used or damaged. As a Top Rated Seller, you now have protection against false "Item Not as Described" claims, including a modest return shipping credit and protection on your service metrics: If you are a Top Rated Seller and a buyer falsely claims an item was not as described, well protect you on eligible transactions. Now I'm supposed to give a full refund, but it says "once buyer returns the product", so doesn't this mean I won't have to since the can't return it? Welcome to the Shipping board! Before you can send an item back to the seller, youneed to start a return. This is a good option for low-value items. The seller will also pay for return shipping. If the buyer put in a formal return request, you can accept the return, send them a shipping label, and wait for the item to get back to you. Need an update on an open return request? Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. This is how it is and one of the risks of doing business on eBay. Give the seller at least 3 business days to resolve the issue, but don't wait longer than 30 days. A buyer insists the item was not as described in order to force a return. Good luck and sorry you encountered this circumstance. There is a big reason for this. Youll receive the return shipping label credit on your monthly invoice. I have no problem refunding the items if returned in the original condition, but feel I should not have to pay to have them returned to me nor should I refund the original shipping (which is true and not inflated). Decline your return request Sellers can decline your return request if you changed your mind about an item and they stated in the listing that they don't accept returns, or if you missed the seller's deadline to start a return. Do not refund until your item is back to you. We guarantee that you will get the item you ordered or get your money back. When listing an item, it's important to include your returns address - opens in new window or tab. This is just a third reminder that I will not be accepting returns and will help the buyer to be more sure about themselves when they purchase the item. Out of most of the reasons a buyer can choose for requesting a refund, "item not as described" is probably one of the worst offenses when it comes to eBay. Choose Print label. After 15 business days, if we don't see any indicators that the item is on its way back to you, we may close the return and protect you from negative feedback. You'll be able to see the buyer's reason for requesting the return, the date you need to respond by, and any additional comments or photos provided by the buyer. But if anything goes wrong, the eBay Money Back Guarantee is here to make sure you get the item you ordered or get your money back. Just go to the ResolutionCenter and let us know. Take good photos with good lighting from every angle. I do not have to accept returns on any item with this box checked, unless the buyer specifically states Item not as described. If the buyer puts in a return request with the Item not as described as the reason, it DOES NOT mean that I automatically have to accept a return of the item. Get in the habit of getting information from your buyer for reasons they are returning. There are two categories of return requests from customers: 1. Whenever an item that I ship is damaged, I put in a claim with the carrier. After 23 years selling on Ebay, I have learned that adding my own Terms & Conditions to my eBay listing is very helpful. We have a simple three-step eBay Buyer Protection process to assist you in case something goes wrong with a transaction. Check the seller's return policy in the listing to see who is responsible for return shipping costs. If you received an item that was as described but you changed your mind and do not want it anymore, the eBay Money Back Guarantee does not apply. Even with these tips in place, you may still get the occasional return request, but they should be very few and far between. Decline the return:You can decline the return request if you've stated in your listing that you don't accept returns. If the seller is responsible for the return shipping costs, they'll let you know how they wantthe item to be sent back to them. Check out how to file a damage claim with FedEx if your item gets damaged. Whether you need to accept the return depends on their reason for opening the return. Check the listing in your Purchases - opens in new window or tab to see the seller's full return policy, including how long you have to request a return and any other conditions. If you received an item that was as described but you changed your mind and do not want it anymore, the eBay Money Back Guarantee does not apply. That is assuming the item is truly Not as Described. This months episode of the eBay Seller Spotlight podcast is live! You will no longer be able to issue a refund even if you qualify to issue partial refunds under our seller protections. They do this to me ALL the time, some even state in the return "hey do you sell this (other size) because I'd like to exchange". Tip I dont have to pay to get the item back and the person is happy because I resolved their problem. Almost 100%, I will receive a letter from the carrier that they have done their research and investigation and they find that it is not covered. The buyer received the wrong item, it arrived damaged, or it doesn't match the listing description. When you create a listing, you'll add a return policy, which will determine your options if a buyer wants to return an item for "change of mind" (or "remorse") reasons. If you have a large stock and are ready to automate the way that you manage different parts of the return process, learn how to set up two basic rules to automatically accept returns or send immediate refunds. If we're asked to step in tohelp, we'll ask the buyer to return the item to you. Tip Ebay sides with buyers in not as described claims. You don't accept returns in your policy, and the buyer changed their mind about a purchase. Let the seller know how they can help resolve the problem. You do not have to offer returns or refunds on your items either. If they are rude or threatening to you, do not retaliate. Something went wrong. If you have a complaint item not as described and you dont accept returns for a reason that is mentioned in your listing, eBay will side with you and you are in a position not to accept the return. I threw everything away". If you and the buyer haven't been able to resolve the issue within 3 business days, we're always ready to step in and help. Why didn't you check the size before ordering? 01:47 PM. 11:35 AM. If you bought it over eBay and it isn't right, it's the seller's problem not yours. This is a good option for low-value items. However, it does happen and when it does, I have to deal with it as best as I can. If the item is returned used or damaged, you will no longer be able to issue a refund to the buyer even if you qualify to issue partial refunds under our seller protections. You can only offer a partial refund once, and the buyer can choose to accept or reject your offer. View cart for details. What if the seller doesn't offer returns? I find that if an item sells once, it will again. If the seller wont cover the cost, let us know by asking eBay to step in. and another item where the item returned was not the part I sent. And this is my fault? (MBG). This will help make you a top seller and keep money in your pocket! If you're not using an eBay return shipping label, make sure you use a tracked service and add the tracking number to your return request. naM fo elsI. If the returned item is used, damaged, missing parts, or is damaged during return shipping because it wasn't packaged correctly, some sellers might deduct from your refund to cover the loss in the item's value. If the item is returned used or damaged, you may qualify to issue a partial refund.